Optimum — Local services in Rocky Mount

A Suddenlink outage halted my workday on 11/02/2020. I called immediately & confirmed the outage, rep stated it had been reported by multiple people & I would receive call back once services were restored. Never received a call, internet was out all day & all night. Called next morning, rep stated outage was resolved & would need to send a tech out to fix any further issues. 1st tech to arrive (3 days later) stated & I quote "there's a problem with the main tap" & that it was NOT an issue with my personal modem, router, or cables. But, he needed to set another appt with a different tech to fix the issue. 2nd appt occurs when I'm not home (but it shouldn't have mattered due to the outside issue.) Never received confirmation that the tech was there or if the problem was resolved. When I returned home, still no internet. Called Suddenlink again, another appt is scheduled. Phone system states tech will arrive (& will call beforehand per my multiple requests) between 10:30-12:30 Suddenlink website states 12:30-2:30 rep shows up at 8:30AM after I left for work. Left a note on door and never called. Called again that night to reschedule, during the same call a Suddenlink rep actually attempted to sync my modem over the phone but was unable to connect to it. She requested I try a different modem to make sure there wasn't a technical issue with my equipment (with my $300 NETGEAR CM1000 DOCSIS 3.1 modem & NETGEAR NIGHTHAWK X4S AC2600 router that were synched & had never experienced any previous issues since the cable line was originally ran.) I swapped both of these out with an ARRIS Surfboard SBG6900-AC modem/router combo, which she confirmed also wasn't connecting because I didn't have internet connection (no sh*t.) We did not re-sync the NETGEAR modem because she wouldn't have been able to anyway, but I did reconnect it to my internet cable. 3rd tech arrives & simply called the rep line and re-synced my original modem no problem. Internet access was restored. I was charged 2 out of the 3 service call fees $60 a piece $120 total (in the middle of a pandemic mind you.) These came out on time and in full + the full amount of the Nov & Dec regular bills (due to auto debit.) I called probably 20 times within the last 4 months attempting to get these fees credited back to my account (since they won't refund them) not to mention a refund for the 2 weeks I didn't have internet access. I was told probably the first 5 times (a different rep every time) that they were submitting a credit request. Called again when my statements weren't changing & the rep stated "oh, actually the first request was never submitted but I'm going to submit one now." Unsurprisingly the statement remained the same, I called back & demanded to know why the credit request had been denied (I knew that was what was happening, they were going to say the problem came from my house rather than Suddenlink itself.) Rep stated the tech had left a notation that the problem was my fault. However, the rep couldn't tell me which tech it was or what the note stated. I asked for a supervisor & she stated they send a request to supervisor queue and they'll call back. Received a call from a sup a few hours later, I requested the same information from him. He also couldn't seem to pull up the tech note or even the records of more than 1 tech coming out to begin with. He stated he was going to look into it more & I haven't heard back since (this was earlier today.) Personally, I believe the original outage from Suddenlink skewed the synchronization with my modem & when services were restored to the general area, my modem wasn't connected back. Regardless of even that, the 1st tech should have been able to assess this, but he went as far as stating point blank "the problem isn't inside your house." That right there should be all they need to waive those fees. If there were literally any other servicer in this area I would use them even if they cost more. I have submitted an official consumer complaint to the NC gov website & I suggest you all...

Horrible, horrible service and I cannot say that enough. Besides paying full price on time per month for my Wi-Fi to have multiple outages, I have been given the run around multiple times by the customer service department and was charged for a repair appointment when the Wi-Fi was still not working after the repairman "fixed" the problem. At this appointment the repairman even told me that what he did, which was put a stabilizer in my wall unit, would likely not fix the problem. It evidently did not because even after that my Wi-Fi still had outages. When I got in touch with the customer service rep, I was told that I would need to take my modem into the store to switch them out myself and this was after I had already been charged $60 for a repair appointment where nothing was fixed. Even after I switched out my modem my Wi-Fi still went out several times. I called several times about my Wi-Fi not working after the "repair" but whoever I talked to didn't record my calls in the system when speaking to the supervisor, I was told that nothing could be done because there was no record that I had ever called about a problem. Even to speak to this supervisor I waited several weeks to talk with him about all of these issues (getting a refund for a service appointment that didn't fix anything, getting credit back for the days my Wi-Fi wasn't work, etc.) and when I finally did, he was very rude and refused to give me the credits to my account that I was promised by other representatives. I explained to him that even if it wasn't recorded in the system I had in fact called and it wasn't my fault that the representatives hadn't made note of them, but he refused to hear it and said he could only go by what was in the system. He was incredibly condescending and just overall disrespectful, so I asked to speak to another supervisor and he told me that I couldn't. I called back hoping to speak with someone else but was told that because I had already spoken with one supervisor, I could not speak to another. Overall, I am incredibly dissatisfied with the service I've received the past month and a half and am currently looking at other options so I can cancel my service. I have never had a worse experience than I have had with Suddenlink and I am completely appalled that they are even charging people for this mess. 100% do not recommend if you have other service options in the area. I would prefer to use my own personal hotspot each day then put up with...

Appears you've deleted my previous rating. It's a shame zero stars is not an option. I've lived all over the country and had various internet/cable services. There is nobody in the same stratosphere of ineptitude as Suddenlink. I had an appointment last Saturday between 2 and 5. Nobody showed up. When I called, they said the tech was on the way. When I called again, they said the tech was on the way. I eventually gave up around 7pm. When I called the next day, they said someone would be out Sunday and they would call me in 30 minutes to tell me an exact time. After 2 hours, I caked back and they told me that my appointment was for Tuesday from 11 to 2, during the middle of my work day. Luckily we have contractors at the house so they were able to be there. The techs showed up, walked around for a few minutes and left. They documented in their note that the necessary equipment was not available. When I called back again, they said that there wasn't electricity at the house, as I was standing under a functioning light in the house. They said well it was because there wasn't a TV. After explaining that a TV is not necessary to hook up or test the lines, I brought a TV to the living room. They said that they would be back on Thursday. Well guess what? They came. No install. The person on the phone who I couldn't understand said that there is some outside work that has to be done. Now they want to reschedule for Saturday night. If and when there is ANY OTHER OPTION for high speed internet, I'm out. I'm not sure what kind of backroom deal you made to be the only option around here but it's disgraceful. You are awarded zero points and we are all dumber for having to deal with you.

Response: Less than 5 stars? I said zero stars. It's been 2 weeks and nobody has done anything yet. I'm not sure how following you on Twitter is going to get anything installed at my house. How about having a technician that knows what they're doing actually show up to an appointment. No social media required for that. Any ideas on how to make...